Travel Claims Handler Belfast

NFU Mutual; Belfast; Hybrid; GBP 22,000 - 27,000; Full time

Job summary

Join NFU Mutual as a Travel Claims Handler, where you'll provide exceptional customer service and manage a variety of travel-related claims. With extensive training and support, you’ll thrive in a collaborative environment, having the opportunity to grow in the insurance industry while upholding our commitment to customer satisfaction. A full benefits package and a flexible hybrid working model are also included.

Benefits

10% annual bonus

25 days annual leave

Contributory pension scheme up to 20%

Health and wellbeing plan

Employee discounts on insurance policies

Voluntary benefits including health assessments

Employee Volunteering day

Access to gym membership contribution

Qualifications

• Strong mix of technical and interpersonal skills for customer service.
• Proficiency in customer databases and claims systems.
• Previous phone-based customer service experience preferred.

Responsibilities

• Investigate and process travel claims to ensure favorable outcomes.
• Liaise with policyholders, agents, and third-party companies.
• Manage claims from initial investigation to settlement.

Skills

Attention to Detail

Customer Service Experience

Problem Solving

IT Proficiency

Interpersonal Skills

Adaptability

Job description

Working pattern: Full-time (Part-time hours considered)

Salary: Up to £26,200 + 10% annual bonus + benefits package

• Develop Your Career in Insurance: An opportunity to kickstart your career, with full training and ongoing support to help you succeed in a dynamic industry.
• Customer-Centric Organisation: Be a part of NFU Mutual, a reputable organisation known for its unwavering commitment to customer satisfaction and excellence.
• Hybrid Working: Work from up to 80% of the time once you’re up to speed. The rest of your time will be spent working from our Service Centre in Belfast.

About the role

As a Travel Claims Handler at NFU Mutual, you'll be at the heart of delivering exceptional customer service, investigating and processing claims to ensure the best possible outcomes for our customers.

You'll be responsible for managing a range of travel-related claims, often involving overseas incidents or foreign third parties. Your role will involve handling claims from start to finish – from the initial investigation through to settlement, ensuring that all criteria are met and the process runs smoothly. You'll liaise with policyholders, agents, third-party companies, and foreign insurance providers to gather the facts, assess liability, and ensure our customers receive the support they need.

This is a dynamic role that offers a great mix of phone-based work and system-based claims management. While you'll receive plenty of on-the-job training and coaching from a close-knit team, you’ll have all the support you need to grow and thrive in the role. With a small team, you’ll enjoy a collaborative environment where everyone works together to ensure customer satisfaction and resolve any issues that may arise.

This role provides a fantastic opportunity to gain experience in the insurance industry. You'll be fully supported in your career journey with a structured training approach, a buddy system, and a chance to make your mark within the business.

Working hours: You’ll work 35 hours per week, Monday to Friday, with shifts scheduled between 8am and 6pm - and no weekend work!

About you

In this role, you’ll be the first point of contact for customers, so you'll need a strong mix of technical and interpersonal skills. You’ll be adaptable, proactive, and thrive in a fast-paced environment, with a keen eye for detail and a passion for delivering excellent customer service. Here’s what we’re looking for:

• IT Proficiency & Attention to Detail – You’ll need strong skills in customer databases, claims systems, and Excel to handle claims efficiently and accurately.
• Customer Service Experience & Communication Skills – Previous phone-based customer service experience (ideally in a regulated environment) is key, as you’ll need to communicate clearly and effectively with customers, both verbally and in writing.
• Investigative Mindset & Problem Solving – You’ll need to ask the right questions, gather all the facts, and apply your problem-solving skills to find the best solutions for our customers.
• Customer Focus & Initiative – A customer-first mindset is essential, with the ability to take initiative and think on your feet to resolve claims efficiently.
• Prioritisation & Adaptability – With a varied caseload, being able to prioritise effectively and adapt quickly to changes will ensure you stay on top of your responsibilities in a fast-paced environment.

If you’re organised, enjoy working with people, and are keen to make an impact in the insurance industry, this role is a fantastic opportunity to develop your skills and grow with us.

At NFU Mutual, we support an inclusive workplace and value all the differences that make us unique. We celebrate the creativity and innovation that comes from diverse perspectives and experiences and share a common vision of doing the right thing for our customers and employees.

We recognise that some candidates may experience barriers during the recruitment process. So, we encourage candidates to discuss any adjustments or accommodations they need to be the best they can be throughout our recruitment process.

We're proud to be a Disability Confident Employer, a Race at Work and Women in Finance Charter signatory and welcome applications from people of all backgrounds, regardless of age, ethnicity, disability, neurodiversity, gender, religion, marital status, sexual orientation, or socioeconomic background.

Benefits and Rewards

When you join our team,you can expecta supportive cultureandanattractive range ofrewards and benefitsincluding:

• Salary up to £26,200 depending on experience
• Annual bonus (up to 10% of salary)
• Contributory pension scheme, up to 20%, including your 8% contribution
• 25 days annual leave + bank holidays + buy/sell/save holiday trading scheme
• A Family Friendly policy that helps you balance your work and family responsibilities
• Access to savings at High Street brands, travel and supermarkets
• £20 contribution to a monthly gym membership – subject to T&Cs
• Health and wellbeing plan- cashback for dentist, opticians, physio and more
• Access to voluntary benefits, including health assessments, private medical insurance and dental insurance
• Employee Volunteering - volunteerin the community for one day each year
• Unlimited access to Refer a Friend £500 bonus scheme
• Life Assurance coverof 4 x salary
• Employee discounts of 15% on a range of NFU Mutual insurance policies.

Working at NFU Mutual

We’reone of the UK’s leading general insurance and financial services companies. For over 110 yearswe’veput our customers at the heart of everything we do.Ourpeopleare just as important to us.

Wepride ourselves on being “a great place to work” and our Gallup Exceptional Workplace 2025 award was not only awarded with Distinction but also named us as the first UK-based company to receive a Gallup Exceptional Workplace for ten years in a row. We are also the only Insurer to feature in the LinkedIn Top 15 Companies 2025 list of ‘Best midsize employers to grow your career in the UK’, the Glassdoor Best Places to Work UK List 2023 and 2024, and were recognised as a certified UK Top Employer by the Top Employers Institute in 2023, 2024 and 2025.

We offer a supportive culture where we empower and inspire our people to perform, offer them opportunities to grow, and recognise and reward their contribution. Our people are proud to work for a company that respects them and their communities, and they trust us to be financially sustainable, so we are successful now and in the future.

Harvester House,
4-8 Adelaide St,
Belfast
BT2 8GE

We are a leading provider of General Insurance and Financial Services. From our strong farming roots we’ve grown to become a UK-wide organisation, turning over £1billion annually. Yet success hasn’t gone to our heads. We’re proud to remain completely customer focused, down-to-earth and committed to the rural communities we’ve grown from.

Our ethos - of trust, respect and personal service - lies at the heart of all we do and has seen us build an enviable reputation for exceptional member loyalty. Though we’ve been in business for over 110 years, we have big ambitions for the future. And that’s why we’re looking for talented people to join our growing organisation. Talented people like you.